Users and Permissions

A UCBC user is a login — a username and password that lets someone sign in to the platform. This is different from a phone extension, which is a phone line/number. A person's login and their phone extension can be linked together, but they are managed separately. This guide covers creating and managing users, understanding Groups (the roles that control what a user can do), and the difference between the main Users page and the Services > User Administration page.

Overview#

Every person who needs to sign in to UCBC — an organization administrator, a support agent, a supervisor, or someone using the self-service extension portal — has a user account. What that account is allowed to see and do is controlled by which Group (or groups) it belongs to.

The Users list for a domain

Screenshot needed · users-list

How to Create a User#

1. Go to Services > User Administration (if you manage a single organization) or System > Users (if you are a platform-level administrator), then make sure you're on the Users tab.
2. Click Add.
3. Fill in the fields described in the Field Reference table below. At minimum you need a Username, a Password, a confirmed password, a valid Email Address, and at least one Group.
4. Click Save.

Linking a User to an Extension#

User Administration does not create phone extensions, and it does not offer a field to attach an existing login to one. Instead, a login tied to a specific phone extension is normally created directly from that extension's own setup screen:

1. Go to Services > Extensions and open (or create) the extension.
2. Fill in the Create Login for this Extension fields (a username and email address) on the extension's page.
3. Save the extension.

UCBC automatically creates a matching login for that extension, giving the extension's owner access to a basic self-service portal (for things like call forwarding) tied specifically to that one extension. This type of login is managed from the extension itself, not from the Users list — it won't appear there.

The same automatic approach is used for Agent Center accounts: adding someone as an Agent or Supervisor in Agent Center creates their login (and extension, where applicable) for you in one step, already placed in the correct group.

How to Edit a User / Reset a Password#

1. Go to Services > User Administration (or System > Users) and open the Users tab.
2. Click the username you want to edit.
3. Update any fields as needed.
   • To reset the password, type a new password into the Password field and repeat it in Confirm Password. Leave both blank to keep the current password unchanged.
4. Click Save.

How to Enable or Disable a User#

• From the Users list: select the checkbox next to the user and use the Toggle button, or click directly on the Enabled/Disabled label in that user's row.
• From the user's own edit page: change the Enabled field and save.

Disabling a user blocks that login from signing in without deleting the account or any of its history — useful for a staff member who is temporarily away. You cannot disable the account you are currently logged in as.

How to Delete a User#

1. Go to Services > User Administration (or System > Users) and open the Users tab.
2. Select the checkbox next to the user(s) you want to remove.
3. Click Delete and confirm.

Deleting a user permanently removes that login. It does not delete a linked phone extension itself — only the login used to access it.

Groups#

A Group is a role that determines what a user is allowed to see and do across the platform. Every user belongs to at least one group. The groups available on this platform are:

Note: Agent, Supervisor, and Extension User accounts are created automatically through their own dedicated screens (Agent Center's Agent/Supervisor setup, and the Extension's own "Create Login" fields) rather than being manually assigned from the general Groups list when adding a user — this keeps each of those logins correctly tied to the agent, supervisor, or extension it belongs to.

The Groups list for a domain

Screenshot needed · groups-list

How to Add or Remove a User from a Group#

From the user's own page:

1. Open the user from Services > User Administration (or System > Users).
2. In the Groups section, pick a group from the dropdown and click Add.
3. To remove a group, click the minus (−) icon next to that group in the list and confirm.

From the Groups page (platform administrators):

1. Go to System > Users, or wherever your account's Groups management screen is listed, and open a specific group.
2. Click Members.
3. To add someone, choose their username from the dropdown and click Add Member.
4. To remove someone, select their checkbox in the members list and click Delete.

Creating or Editing a Group#

Platform administrators can also create entirely new groups:

1. Go to the Groups page and click Add (or click an existing group's name to edit it).
2. Fill in the fields described below.
3. Click Save.

The "User Administration" Page (Services) vs. Core Users#

Services > User Administration and the platform-level Users page work the same way and share the same Add/Edit screen, but they differ in scope:

• Services > User Administration is always locked to your own organization (domain). You will only ever see and manage logins that belong to your own domain — there is no option to view another organization's users, even if your account would otherwise be allowed to.
• The platform-level Users page (available to platform/console administrators) can optionally show users across every domain on the platform, and includes extra tabs (such as Single Sign-On, User Logs, and White Label branding) that aren't part of the Services-level page.

In both places, the user list automatically hides accounts that only exist to support an Agent, Supervisor, or extension self-service login — those are managed from their own dedicated screens rather than from either users list.

Field Reference#

User fields#

Group fields#

Tips & Common Issues#

• Added a new extension but don't see its login in User Administration? That's expected — a login created automatically from an extension, agent, or supervisor setup is intentionally hidden from the general Users list and is managed from its own source screen instead.
• Can't find a user you know exists? Services > User Administration only shows users in your own organization. If the account belongs to a different organization, a platform-level administrator will need to look it up from the platform-level Users page.
• Forgot to set a password when adding a user? A password is required when creating a brand-new user — you cannot save the new account without one.
• Need someone to have access to more than one organization? Use the Additional Domains field on their user profile; only a platform-level administrator can set this.